Refunds & Cancellations.
Last updated: 18 October 2026
1. Introduction
Medical and Mental Trauma Services (MMTS) aims to provide a professional, fair and reliable service to all customers.
We understand that circumstances can change and that customers may occasionally need to cancel training, rearrange services or request a refund.
This Refund & Cancellation Policy explains how cancellations, refunds and changes are handled when purchasing products or services from MMTS.
It applies to individual customers, businesses and organisations, subject to any specific terms agreed in writing.
This policy should be read alongside our Terms & Conditions, Training & Course Terms and Conditions and, where applicable, our Shop Terms, Delivery & Returns Policy.
Nothing in this policy affects statutory rights that cannot lawfully be excluded or restricted.
2. About Us
Medical and Mental Trauma Services (MMTS) is a trading name of Henshaws Ltd, a private limited company registered in England and Wales.
Registered company: Henshaws Ltd
Trading name: Medical and Mental Trauma Services (MMTS)
Company number: 16664842
Registered office: 25 Culloden Way, Wokingham, England, RG41 3UN
Email: info@mmtsglobal.co.uk
Website: https://mmtsglobal.co.uk
Throughout this policy, references to “MMTS”, “we”, “us” and “our” refer to Henshaws Ltd trading as Medical and Mental Trauma Services.
3. General Refund Principles
We aim to handle cancellation and refund requests fairly, consistently and in accordance with applicable UK law.
Refund eligibility may depend on:
The type of product or service purchased
Whether the customer is acting as a consumer or business
The date of cancellation
Whether the service has started or been completed
Whether goods have been dispatched or delivered
Any reasonable costs already incurred
Any specific contractual terms agreed before purchase
Applicable statutory rights
Where a refund is due, we will explain the amount and how it will be processed.
We will not apply cancellation charges that are unlawful, disproportionate or inconsistent with applicable consumer protection legislation.
4. Cancelling Training Courses
Customers wishing to cancel a confirmed training booking should contact MMTS in writing at info@mmtsglobal.co.uk as soon as possible.
Please include:
Customer or organisation name
Course title
Scheduled training date
Booking or invoice reference, if available
Reason for cancellation, where relevant
Cancellation arrangements may vary depending on whether the booking is for an individual course place, a private group or a bespoke training programme.
For business bookings, any agreed cancellation schedule will apply, subject to applicable law.
Where no specific cancellation charges have been agreed, we will assess any reasonable costs or losses resulting from the cancellation and explain them to the customer.
Any cancellation charges must be lawful and proportionate.
5. Consumer Cancellation Rights for Training
Where an individual books training as a consumer through a distance contract, such as by email, telephone or online, statutory cancellation rights may apply.
In many circumstances, consumers have 14 days from the day after the contract is made to cancel a service contract without giving a reason.
However, some services may be subject to statutory exceptions.
Where a consumer expressly requests that training begins during the cancellation period, MMTS may be entitled to charge a proportionate amount for services already provided, provided the applicable legal requirements have been met.
Where the service has been fully performed during the cancellation period, the right to cancel may be lost if the required express request and acknowledgement have been obtained.
We will provide relevant cancellation information before the consumer becomes bound by the booking.
Nothing in this policy removes rights provided by applicable consumer legislation.
6. Rescheduling Training
Customers who wish to rearrange a training course should contact MMTS as early as possible.
We will make reasonable efforts to accommodate alternative dates, subject to instructor availability, venue arrangements and other commitments.
For bespoke or group training, additional costs may apply where rescheduling results in reasonable expenses that cannot be recovered.
Any applicable charges will be explained before revised arrangements are confirmed.
Where an alternative date cannot be agreed, the booking may be treated as a cancellation, subject to the applicable contractual terms and statutory rights.
7. Delegate Substitutions
Where a booked delegate is unable to attend, MMTS may allow another suitable individual to attend in their place.
Substitutions must be requested before the course begins and are subject to any course entry requirements, registration rules or awarding body conditions.
We will not normally charge an additional fee for a straightforward substitution that does not result in additional costs.
Where a substitution involves unavoidable administrative or certification expenses, these will be explained before the change is confirmed.
8. Cancellations by MMTS
Occasionally, MMTS may need to cancel or postpone a training course or service.
This may happen because of:
Instructor illness or unavailability
Venue or equipment problems
Safety concerns
Insufficient course enrolment
Severe weather
Significant travel disruption
Other circumstances outside our reasonable control
Where possible, we will provide reasonable notice and offer an alternative date or suitable arrangement.
If MMTS cancels a course or service and cannot provide an agreed alternative, customers will normally receive a refund for the undelivered training or services.
Any additional statutory or contractual rights will remain unaffected.
9. Cancellation of Professional Services
For consultancy, operational medical support, specialist services or other professional work, cancellation terms may be specified in the relevant quotation or service agreement.
Where a customer cancels an agreed service, charges may reflect work already completed and reasonable costs or losses incurred.
These may include committed personnel, equipment, venue arrangements or other unavoidable expenses.
Any charges will be assessed in accordance with the agreed contract and applicable law.
Where services have not commenced and no reasonable costs have been incurred, a full refund may be appropriate.
For consumer contracts, applicable statutory cancellation and refund rights will take precedence over any conflicting contractual terms.
10. Refunds for Physical Products
Where MMTS sells physical products through its website, eligible consumers purchasing at a distance will generally have a statutory right to cancel within 14 days after receiving the goods.
Where goods are delivered separately, the cancellation period generally begins after the final item is received.
Customers must notify MMTS of their decision to cancel within the applicable cancellation period.
Following cancellation, customers generally have a further 14 days to return the goods.
Certain products may be excluded from change-of-mind cancellation rights, including qualifying personalised or made-to-order items and certain sealed goods that cannot be returned for health protection or hygiene reasons once unsealed.
Any applicable exclusions will be explained where required before purchase.
Further details will be provided in our Shop Terms, Delivery & Returns Policy.
11. Faulty, Damaged or Incorrect Products
If a product is faulty, damaged, not as described or otherwise fails to meet applicable legal requirements, customers should contact MMTS as soon as reasonably possible.
Please provide the order reference and details of the issue.
Photographs may help us assess damage or incorrect items, although they are not a condition of exercising statutory rights.
Where a product does not meet the requirements of the Consumer Rights Act 2015, consumers may be entitled to a repair, replacement, price reduction or refund, depending on the circumstances.
This includes the short-term right to reject qualifying faulty goods within 30 days.
Nothing in this policy restricts statutory remedies for faulty or misdescribed goods.
12. Digital Downloads and Educational Resources
MMTS may offer downloadable guides, templates, educational materials and other digital resources.
Where digital content is supplied immediately during a consumer’s statutory cancellation period, the right to cancel may be lost once supply begins, provided the consumer has given the required express consent and acknowledgement and MMTS has provided the required confirmation.
If these requirements have not been met, the consumer may retain applicable cancellation rights.
Where digital content is faulty, not as described or does not meet applicable legal requirements, consumers may have rights to a repair, replacement, price reduction or refund under the Consumer Rights Act 2015.
We will explain any relevant cancellation conditions before purchase.
13. Non-Attendance and Missed Courses
If a delegate does not attend a confirmed training course without notifying MMTS, a refund will not normally be provided solely because of non-attendance.
However, we will consider the circumstances, applicable booking terms and any statutory rights.
Where appropriate, we may offer an alternative course date or other reasonable arrangement.
Any additional fees will be explained before a replacement booking is confirmed.
14. How to Request a Refund
To request a cancellation or refund, please contact:
Email: info@mmtsglobal.co.uk
Please include:
Your name
Organisation name, where applicable
Order, booking or invoice reference
Product or service purchased
Date of purchase or booking
Details of the cancellation or refund request
You do not have to use a particular form to exercise a statutory cancellation right, provided you clearly communicate your decision within the applicable period.
We may request additional information where reasonably necessary to verify and process your request.
15. How Refunds Are Processed
Where a refund is due, we will process it within the timescales required by applicable law.
For qualifying consumer cancellations of service contracts, refunds are generally due within 14 days after we are informed of the cancellation.
For qualifying consumer cancellations involving goods, we will generally issue the refund within 14 days after receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier, where the law permits us to withhold reimbursement until that point.
Refunds will normally be made using the original payment method unless the customer expressly agrees otherwise.
This may include:
Refunds through Stripe for eligible online payments
Bank transfer refunds for payments originally made by BACS
We will not impose a refund fee where prohibited by law.
16. Delivery Charges and Return Costs
For qualifying consumer cancellations of goods purchased at a distance, we will refund the original standard delivery charge where required by law.
Additional costs paid for an enhanced delivery service, such as express delivery, may not be refundable beyond the cost of standard delivery.
Customers may be responsible for the direct cost of returning goods following a change-of-mind cancellation, provided they were informed of this responsibility before purchase.
Where goods are faulty or not as described, MMTS will meet applicable legal obligations regarding return costs.
Further details will be included in our Shop Terms, Delivery & Returns Policy.
17. Business and Corporate Purchases
Business-to-business purchases and training bookings may be subject to separately agreed commercial terms.
Statutory consumer cancellation rights do not generally apply to purchases made wholly for business purposes.
Where a business customer cancels a booking or order, the agreed contractual terms will apply, subject to relevant law.
We will make reasonable efforts to resolve cancellation and refund requests fairly.
18. Exceptional Circumstances
We recognise that unexpected circumstances may affect a customer’s ability to attend training or receive services.
Where appropriate, we may consider exceptional circumstances on an individual basis.
These may include serious illness, bereavement or significant unforeseen events.
Any discretionary refund, credit or alternative arrangement will be considered in light of the circumstances and will not replace or reduce statutory rights.
19. Complaints and Disputes
If you are dissatisfied with how a cancellation or refund request has been handled, please contact us at:
We will review the matter and aim to resolve it fairly and promptly.
Nothing in this policy prevents customers from exercising their statutory rights or pursuing available legal remedies.
20. Changes to This Policy
We may update this Refund & Cancellation Policy to reflect changes in our products, services, business arrangements or applicable legislation.
The latest version will be published on our website.
Changes will not retrospectively alter existing contracts or remove statutory rights.
21. Governing Law
This policy is governed by the laws of England and Wales, subject to any mandatory consumer protections or other legal requirements that apply in different jurisdictions.
Business customers may be subject to additional jurisdiction provisions agreed in writing.
Consumers retain their applicable statutory rights.
22. Contact Us
For questions about refunds, cancellations or this policy, please contact:
Medical and Mental Trauma Services (MMTS)
A trading name of Henshaws Ltd
Company number: 16664842
Registered office: 25 Culloden Way, Wokingham, England, RG41 3UN
Email: info@mmtsglobal.co.uk
Website: https://mmtsglobal.co.uk